topic Arlo Subscription in Arlo Essential Outdoor 2nd Gen

Arlo Subscription

BobSon — Fri, 16 Aug 2024 00:42:01 GMT

I have Arlo Essential with the Secure Plus Subscription Plan... I had a storm knock out power and I had to reload the Arlo App on my phone and reset the cameras to the new download.

HOWEVER, my subscription that your are STILL taking money from my bank.... has disappeared.

PLEASE restore my subscription.

Re: Arlo Subscription

JamesC — Fri, 16 Aug 2024 20:02:24 GMT

BobSon,

Your appear to be logging in with new credentials. If you've changed the login information and moved the cameras to a new account you will need to subscribe on the new account, or move the cameras back to the account with the active subscription using the same credentials you were using prior to creating the new account.

JamesC

Re: Arlo Subscription

BobSon — Fri, 16 Aug 2024 21:08:00 GMT

The old account would not work. I don't even know how I would access it anymore.

I need Arlo to move the subscription to my current account.

Re: Arlo Subscription

JamesC — Fri, 16 Aug 2024 21:37:49 GMT

Subscription plans are account specific and cannot be moved once activated. When you say the "old account would not work", what behavior are you experiencing?

JamesC

Re: Arlo Subscription

BobSon — Fri, 16 Aug 2024 21:56:40 GMT

I don't FIND the old account... I otherwise I could just switch back or cancel the subscription and order a new one.

Re: Arlo Subscription

BobSon — Fri, 16 Aug 2024 22:09:28 GMT

OKAY! I found the old account on my computer. It has the subscription.

But now all my cameras are on the new account. And the Arlo APP on my phone is the new account...

So I'm confused about how to fix this.

Re: Arlo Subscription

StephenB — Fri, 16 Aug 2024 22:18:03 GMT

@BobSon wrote:

OKAY! I found the old account on my computer. It has the subscription.

But now all my cameras are on the new account. And the Arlo APP on my phone is the new account...

So I'm confused about how to fix this.

You have two options:

Cancel the subscription in the old account, and re-subscribe in the new account.
Remove the cameras from the new account, and add them back to the old account (changing your phone login to the old account after you remove the cameras).

Re: Arlo Subscription

BobSon — Fri, 16 Aug 2024 22:22:46 GMT

But I'm confused about the Phone Application... it's synced to the new account

Re: Arlo Subscription

StephenB — Sat, 17 Aug 2024 11:59:08 GMT

@BobSon wrote:

But I'm confused about the Phone Application... it's synced to the new account

Cancelling the subscription in the old account and resubscribing in the new one would let you leave the phone as it is.

But you can press the profile icon in the upper left of the screen, and then go into the first option (Account Profile and Security). You can log out there. Then log in using the old credentials. Another path is to just uninstall the app, and reinstall it.

Whatever path you take, you should delete the account you are no longer using when everything is working again:

https://kb.arlo.com/000062615/How-do-I-close-or-delete-my-Arlo-account

Though if you cancel the subscription in the old account, I suggest waiting one billing period before deleting the account.